Customer Support Executive (Bank/Fintech) (225-807)

As a Customer Support Executive in the Bank/Fintech sector, you will play a critical role in ensuring a high-quality service experience for our clients. Our company prides itself on innovation and client satisfaction, so you will be an integral part of maintaining our standards. You will interact directly with customers, addressing their concerns and queries with precision and empathy. The ideal candidate has exceptional communication skills and the ability to troubleshoot and solve problems effectively. You will conduct interactions through various channels such as phone, email, and live chat, requiring a versatile and adaptive approach to each situation. With technology frequently evolving in the fintech space, your role in providing accurate information and ensuring customer satisfaction will be pivotal. Your efforts will directly contribute to customer retention, increased business, and the overall success of our company.

Responsibilities

• Provide timely and accurate responses to customer inquiries via different channels.
• Resolve customer complaints and issues with patience and efficiency.
• Collaborate with internal teams to resolve complex customer issues.
• Guide customers on company services, account features, and benefits effectively.
• Maintain a detailed record of customer interactions and transactions.
• Identify trends in customer queries and suggest improvements to processes.
• Assist customers with navigating company platforms and resolving technical issues.
• Prepare customer activity reports to inform management decisions and strategies.
• Participate in training sessions to stay updated with product developments.
• Achieve individual and team performance goals set by management.
• Contribute to developing support documentation and FAQs for common issues.
• Deliver exceptional customer service experience in adherence to company standards.

Requirements

• Proven customer support experience in a fintech or banking environment.
• Strong problem-solving abilities with a focus on delivering solutions.
• Excellent communication skills, both verbal and written, are essential.
• Proficiency with CRM systems and customer support software is required.
• Ability to handle pressure and provide effective support during high-demand situations.
• Understanding of fintech products and services is highly preferred.
• Strong organizational skills with the ability to multitask effectively.